The Company. The Customer. Each has something the other wants.
There are times when the two don’t see eye to eye. The connection between the two can be hard to maintain. There is a third party that can mend the connection between the two and create a strong relationship. Customer Service Representatives.
Customer Care Representatives are the driving force to maintain a positive and stable relationship between the company and the customer. The representatives work to help boost the company image in a positive and care direction. They help customers in a time of need and solve any request they have. Customer Care Representatives is the bridge between the two. Without them, companies and customers would fail at long committed relationships.
It’s the power of Customer Support Representatives that can determine the success of a company and the perception of a customer.
In this article, I will discuss the benefits of a strong Customer Service team. I will provide statistics and insights about how a strong team can affect the perception customers have on a company and how companies can benefit from Customer Care. Let’s dive in.
1. Loyalty, Loyalty, Loyalty
Companies want long-lasting customers.
Companies aim to maintain a relationship with customers for years. Today, it’s more than just providing the best product on the market. Customers crave more. Customers want to choose a company that treats them with respect. They don’t want a company that sees them as just a way to make money.
It’s important for companies to provide a way in which customers can connect to companies and create that bond. Across the globe, 96% of consumers say customer service is an important factor in their choice of loyalty to a brand, (Microsoft).
Companies want loyal customers and customers want to be loyal to companies. It’s hard for loyalty to be maintained. That’s why Customer Care Representatives are so important. Customer Care Representatives are there for the customer whenever the customer has a request. The team assembled with the task of providing customer care can determine whether or not a customer becomes loyal or not.
2. Numbers Don’t Lie
Any companies goal is to make money. The product or service created by the company is designed to be successful on the market. The product or service provided is just the beginning for a financially successful company. There are many layers to a successful company. One of the main driving forces behind success is the Customer Service provided to customers. They way a company communicates with its clients can make or break a company.
For example, US businesses are losing $75 billion per year through poor customer service, (NewVoiceMedia). This loss is due to companies not creating a team capable of communicating with customers. If a company takes the time and effort to cultivate a Customer Care team dedicated to helping customers, then the company will see success.
Three out of four (74%) consumers say they have spent more with a company because of a history of positive customer service experiences. The numbers don’t lie! Customer Service Representatives can affect the success of a company.
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3. The Good, The Bad, and The Ugly
You may think that just because you have a customer support team means that your company will be fine. No. Companies need to understand the benefits of a strong team. A strong customer service team can affect the image of the company.
When a company provides a customer service team that is trained to answer any customer request with respect, care, and efficiency, then the company will boost its image. For instance, 93% of customers are likely to make repeat purchases with businesses who offer great customer service, (Hubspot). After having a positive experience with a company, 77% of customers would recommend it to a friend.
When companies don’t exercise a positive customer service experience, it can have a negative image about the company. For example, 12 positive customer experiences are needed to make up for a single bad experience, (Glance). All it takes is one bad customer service experience and your company can be affected by it.
Companies who do not take the time to create a team tasked with communicating with customers could create an ugly image in the minds of customers. 47% of consumers have switched brand due to bad customer service, (Microsoft). Companies have to potential to lose customers due to a team that isn’t capable of providing excellent service. And worst of all, they will leave your company for your competitor.
Customer Care can affect the image of the company. Do you want customers to see your company as The Good, The Bad, or The Ugly.
A company’s customer service team is so much more than a department that solves issues for the company.
They are the driving force towards success for a company. Putting together a team is one step to creating a successful company, but companies need to establish a culture that emphasizes. It requires education and continuous effort on both sides to create an environment that delivers a positive customer experience. Each member of the customer service team should be able to solve any request made by the customer, but more importantly each member should be able to establish a relationship with the customer. That relationship is crucial to a company. When customers develop a relationship with the Customer Care Representative, it creates loyalty which is a trait companies crave in customers.
Customer service representatives can have a direct impact on the financial side of the company as well as a direct impact on the image of the company. Customers want to choose a company that is trustworthy with them and is seen by others as a company worth choosing.
It’s important to deliver the best possible customer service Experience and to have the best Customer care Representative. At Stip, we were designed with the customer and the customer care representative in mind. We want customers to be satisfied with the company they choose, but we also want customer service representatives to have the tools and knowledge to provide the best possible experience. We equip each representative with the information needed to solve any customer request. Stip is here to improve a company’s customer care and each of the representatives dedicated to providing the best customer care experience.
Customer service representatives are the lifeline for customers. They are the first point of contact. The Power is in the hands of customer care representatives.
Empower your customer service reps today. Try Stip! Request your free demo and discover how Stip can improve your customer support representatives efficiency while cutting your customer service costs.